Error validating the loyalty account
If you're getting an error "Error validating the loyalty account," it is most likely related to a change in the member's profile. Although an unlikely scenario, we wanted to ensure you knew how to handle.
In the unlikely event that a change is made to the member's membership number while dining at your location, the loyalty/member lookup engine may not be able to identify your member. In this case, you can follow this path to remove them and assign a new person.
When pressing Pay on the order, you will see Toast is "Processing Loyalty Rewards".
If you encounter the "Error validating the loyalty account" error, then you need to remove the person.
On the ticket, click on the loyalty account number in the upper left-hand corner.
When clicking on this, you will be prompted to select a new customer to attach to the ticket.
You can now search for the member by their new member number or by their name, email or phone number via the Lookup button.
Once added, you will now be able to close out the ticket by taking a payment.
Gift cards and/or loyalty integrations not working properly
Toast recently discovered an issue that is resulting in some customers’ gift cards and/or loyalty integrations not working properly.
What’s happening?
Some restaurants that are using a third-party integration provider for gift cards or loyalty are experiencing an issue where their third-party gift cards/loyalty settings are reverting to our first-party Toast gift card/loyalty settings.
This is due to the Toast system not properly accounting for customers with both a third-party integration and the purchase of first party Toast products in their account. We're working on updating our system to properly handle this.
Since restaurants can only be configured for one provider type at a time, enabling the Toast Modules disables the configuration for the integration and disrupts the customer’s use of third-party gift cards and loyalty.
What’s the fix?
If a Toast customer experiences this issue, they should reach out to Customer Care and ask for their Gift Cards and Loyalty settings to be changed back to their respective integration partner(s).
Partners can reach out to Integrations Support <[email protected]> to make this request on behalf of the customer as well. To escalate, please include the word “URGENT” in the subject line of the email. For example, use the subject line “URGENT - Enable {Partner Name} Gift Cards for {Restaurant Group}” if you need a group’s gift card settings fixed.
Steps have already been taken to help reduce the frequency of this issue and Toast is working across departments on both a short-term and long-term fix.
If you have a customer that you believe is impacted by this issue, please reach out to Integrations Support <[email protected]>.
You are welcome to contact your Partner Manager (or [email protected]) if you have any follow-up questions or concerns.